If you have an open order with us and would like to add more items please email us at thewaterworkscollective@gmail.com to avoid any additional shipping charges. We'll do our best to ship your orders together. 

Send us an email at thewaterworkscollective@gmail.com to request local pick-up and we'll refund shipping once your order is packed (no coupon code needed). We'll also send you an email with our address and pickup instructions. Our pickup location is in Kitsilano, Vancouver BC.

We're so happy you're interested in our products and mission! Although we're currently not taking wholesale applications, shoot us an email (thewaterworkscollective@gmail.com) to be contacted when we begin looking for new partners. 

Not yet! Our space is reserved for production and order fulfillment. If you have any questions while browsing our online store, we're always here to help! We are also looking to start selling products in local artisan shops and will update when our products become available.

Woohoo, it's on sale - so you're basically saving money. Simply head to checkout and type your code in the box labelled "Discount code or gift card". Then make sure to click "Apply"! This is offered before the payment page so you're aware of exactly how much you're saving.

Please note: You can only use one discount code per order. 

We know that sometimes certain products aren't quite the right fit for some. You can return items to us for a full refund, provided they are returned within 14 days from when you receive your order. Custom orders are non-refundable.

Shipping costs are the responsibility of the customers and are non-refundable. 

Please note, not all items are eligible.

To qualify for a return:

1. Please contact us at thewaterworkscollective@gmail.com. before sending the item(s) back.
2. Item(s) must be shipped within 14 days of receiving the order.
3. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
4. Item(s) must be unused and in their original packaging and condition.

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to make it happen. If your order has already been in production/dispatched you will need to go through our returns process. You can contact us at thewaterworkscollective@gmail.com.

Please note there will be a 5% cancellation fee due to credit card charges and restocking fees.

Something not quite right with your order? No worries, your happiness is our priority. We'll do our very best to make it right for you. To help resolve things quickly, we request you email us with photos to help identify what has happened.

Please report any damaged or missing items to thewaterworkscollective@gmail.com within 14 days of delivery.

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! Our email address is thewaterworkscollective@gmail.com. Email allows us to keep a paper trail of our conversation so we can help you best.

You've placed an order, the sun is shining and the sewing gods are singing - now what? Our team will carefully package and ship your order within 5 business days.

You'll receive an email with your tracking number once your order is shipped.

If your order does not arrive within 14 business days, please contact us to follow up with the courier.

Our production and fulfillment space is in Kitsilano, Vancouver BC. We ship using Canada Post.

Yay, time to celebrate – it's on its way! Please open up your shipping confirmation email and click on the tracking link. This will take you to the courier's website so you can follow live tracking updates!

If your package was marked as delivered but you haven't yet received it, we ask you to take the following steps:

1. Check with your neighbours or front office (if applicable) to see if the package was left there.
2. Reach out to your local post office or courier facility.
3. Contact us at thewaterworkscollective@gmail.com and include your order number.

Please report your lost shipment within 10 days of the marked delivery date. If an order is lost after being shipped to a third-party mail forwarding facility, we are unable to assume responsibility for the package once it is marked as delivered.

Please note, The Waterworks Collective & BulliBag are not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.

Great question! Right now, we ship to Canada, the US. 🌍 We hope to expand to more countries in the future—stay tuned!

For Canadian Orders: Taxes are calculated at checkout based on your shipping address.

For US Orders: Your order may be subject to customs duties or import fees once they arrive at the U.S. border. These charges are determined by U.S. Customs and are the responsibility of the recipient.

All jokes and puns aside - your privacy and security are our highest priority. We use Shopify Payments, a highly secure and encrypted system designed to protect customers and hold merchants accountable.

On any page where we ask you to enter your address, phone number, or credit card information, Shopify Payments uses a secure socket layer (SSL) to encrypt the communication.

We accept good old-fashioned credit cards including Visa, Mastercard and Amex. Only one credit card may be applied per order. If you're a bit more tech-savvy, we also offer PayPal, Apple Pay, Google Pay and Shop Pay.

GIFTCARDS Coming soon! Happy shopping!

Did you make your purchase, and as the payment was loading, you realized (with horror) that you forgot to use your discount? Never fear. That opportunity hasn't slipped away! Simply email us at thewaterworkscollective@gmail.com and we're will be happy to help you.

Please note: You can only use one discount code per order. 

Oh no! Let us help.

We recommend refreshing your web browser and clearing your cache and cookies. This may solve issues such as populating a shipping quote, proceeding to the next section at checkout, or adding your credit card information.

If this doesn’t work, we recommend trying to checkout on a different browser, using a different device, or logging out of your account and checking out as a guest.

Some other helpful tips for making sure your order goes through:

1. Make sure your postal code or zip code on your credit card details matches the code in your billing address. For security reasons, these two postal codes will need to match for your bank to process the transaction and submit the order.
2. Only one method of payment can be used per order. Please note that any third-party gift cards such as AMEX or Visa are considered credit cards, and will need to have a minimum of the full order total available on the card for the funds to process and complete the order.
3. While our website does not have a scroll bar, you’re still able to scroll! You can use the arrow keys, or scroll with a mouse that has a scrolling button available. The website can also be navigated using the tab button.

If you’re unsure if your order was processed, we recommend checking your email for an order confirmation before placing a new order on our website.

For more assistance, feel free to email us at thewaterworkscollective@gmail.com with the items in your shopping cart, your shipping address, and the best phone number to reach you at, and we will be in touch as soon as possible to help.